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Technical Customer Service Rep

Aerotek • Saint Peters, MO

Posted 2 months ago

Job Snapshot

Electronics, Exercise - Fitness, Telecommunications
Customer Service, General Business, Telecommunications

Job Description

This person will be responsible for taking in-bound calls and emails in regards to issues with their products.

This person will be walking customers through processes to troubleshoot issues with the machines. They will need to be able to provide excellent customer service while being able to describe the technical aspect of taking apart and putting back together machines. They will be describing things such as how to take apart a machine, change or check something and then put the machine back together.

They will need to have strong customer service skills (Written and oral). This person will need to be mechanically inclined to describe repairs and fixes.

Requirements and Responsibilities:

Provides basic technical support and assistance to clients via email, phone, and/or other remote methods. Addresses and responds to customer inquiries on organizational products and services, including installation, operational functions, troubleshooting, and maintenance. Provides customers with preventive maintenance and configuration recommendations to improve product usability, performance, and customer satisfaction. Documents client interactions, including details of inquiries, complaints, comments, and actions taken. Possesses a basic understanding of the organization's products and services, but escalates more complex inquiries.

Essential Functions and Responsibilities:
*Respond to all customer correspondence and voice mails within established Service Levels.
*Answer technical questions and troubleshoot service related activities on fitness equipment for customers directly or indirectly through the support of Authorized Service Providers and Dealers.
*Ensure optimum customer satisfaction by working towards continual improvement of service quality metrics including, but not limited to telephone response time, time to resolve an issue, and timely closure of Support Incidents.
*Demonstrate very high levels of organization and timeliness in all forms of internal and external responsiveness.
*Explain and administrate company policies and procedures (e.g., warranty, parts credit, return, etc.).
*Escalate back order parts request, per policy to determine parts availability to accurately customer.
*Record detailed information into a work order/service ticketing system for all calls/e-mails.
*Reading and using schematics to help provide general technical assistance.
*Manage and follow-up with inquiries from the TRUE Fitness Inside/Outside Sales Staff.
*Work closely with Sales, Field Service, Quality Assurance, Product Development and Accounts Receivable to ensure issues are escalated and resolved.

Education and Experience Requirements:
*Proficient with MS Office (Word, Excel, PowerPoint, and Outlook),
*High level of professionalism with excellent communication skills (both verbal and written) with an ability to type a minimum of 40 WPM.
*Ability to re-prioritize a task and adapt to change throughout the workday.
*Clean driving record.

Working Conditions
*Call center environment.
*Occasional field work and repairs.
*Occasional overnight travel.

About Aerotek:

We know that a company's success starts with its employees. We also know that an individual's success starts with the right career opportunity. As a Best of Staffing® Client and Talent leader, Aerotek's people-focused approach yields competitive advantage for our clients and rewarding careers for our contract employees. Since 1983, Aerotek has grown to become a leader in recruiting and staffing services. With more than 250 non-franchised offices, Aerotek's 8,000 internal employees serve more than 300,000 contract employees and 18,000 clients every year. Aerotek is an Allegis Group company, the global leader in talent solutions. Learn more at

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 888-237-6835 or email accommodation@aerotek .com for other accommodation options. However, if you have questions about this position, please contact the Recruiter located at the bottom of the job posting. The Recruiter is the sole point of contact for questions about this position.
Job ID: 6776699
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